Bilingual Customer Service Representative - Remote in Oklahoma City

Maximus is a company seeking a Bilingual Customer Service Representative to assist consumers through incoming calls. The role involves answering inquiries, documenting interactions, and facilitating caller requests while ensuring compliance with performance standards and confidentiality policies.

Responsibilities:

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies
• Track and document all inquiries using the applicable systems
• Complete associated tasks according to the established guidelines
• Track and document all inquiries using the applicable systems
• Meet Quality Assurance (QA) and other key performance metrics
• Facilitate the fulfillment of caller requests for materials via mail, email, or download
• Transfer/refer consumers to appropriate entities according to the established guidelines
• Escalate calls or issues to the appropriate designated staff for resolution as needed
• Facilitate translation services for non-English speaking callers according to procedures
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems

Requirements:

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience
• Must be fluent in English and specified secondary language
• Must be able to speak, write, and translate in Spanish and English
• Must be able to pass all pre-employment screenings, including a background check
• Must have a HS Diploma or GED/equivalent
• Must live in the Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site)
• Reliable, high-speed internet service
• Minimum 40 Mbps download speeds
• Must be a traditional, wired high-speed connection such as cable or fiber
• Must be able to connect your computer directly to your modem or router via ethernet cable, WiFi connections are not allowed
• Quiet and distraction-free workspace
• Customer service experience preferred
• Call Center service experience preferred